A Visible Positive Difference
"Pros: Prompt response, quick appointment for walk-through, and detailed estimate. Competitive prices. Workers punctual, professional, clean, and respectful of building rules and my space. Products and tools seemed to be good quality. Lots of communication before, during, and after the service. Juan was available throughout the appointment by phone and text to answer questions, address concerns, make on-the-spot decisions, and assist with communication challenges (see cons). A visible positive difference in the appearance of the tiles and grout. Shout out to the tech for the skilled patchwork artistry for chipped ceramic tiles. It was important to me.
Challenges: My first time using a professional firm for this service and it wasn't an inexpensive investment. I would have benefited from a clearer understanding of the process, the work involved when it's done right, AND realistic outcomes, particularly given the age and condition of my tiles and grout, and the level of limestone etching. The grout color card Juan showed me when he asked me to choose a color was not in any way accurate to the actual product and I would have expected more "experience informed" guidance as it seems like a known issue and a costly mistake with high likelihood for an unsatisfied customer. Fortunately, the tech flagged this and recommended a different color before we started, but it did delay the work. The techs were polite, professional, skilled, and I could see they wanted me to be happy, but communication was a challenge throughout the service and Google Translate only helped so much. At times things became tense and we would call Juan, who would translate and mediate a solution. I did feel like I had to keep track of what they were doing throughout and wondered if they were provided a detailed enough scope of the job in advance?
Outcome: It's been 24 hours since they finished and I'm seeing positive results. Juan assured me that patience during the curing process was key, and he was right, especially after he explained what happens. Juan was very professional to work with throughout and seemed transparent in his business dealings. He was receptive to feedback, and was effective in never dismissing my concerns. The fact that he solicited this review makes me believe that he is trying to build a business based upon transparency and integrity.
For this go around I give it a 4 star. Next time I would love to give it a 5!"
- Ellen Shell
